Customers contacting call centers with huge calls volume and waiting for their turn can be frustrated.

  • Long call waiting can lead to call abandonment & customer dissatisfaction
  • Opting for a virtual queuing system in call centers can help in sorting long call waits
  • This enables the customers to receive a call from agents when it’s their turn

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what is virtual queuing

The very foundation of any call center depends upon how satisfied its customers are after reaching them for a quick resolution of their issues or resolving their queries, but what if they get stuck in the queue and have to wait long to get in contact with the call center agent?

Sounds really frustrating right?

Yes, it is! And this may also lead to call abandonment or dissatisfied customers.

However, there is a once and for all solution for call centers with huge call volumes

And the name is ‘Virtual Queuing System’

But before getting on to the benefits, we need to first understand what it actually is and how it works, what are the types, and then we will discuss the pros and cons of virtual queuing.

Ready to dive in?

Let’s go…

What is Virtual Queueing in Call Centers?

Virtual Queueing is basically a concept within inbound call center services where Automatic Call Distributor (ACD) is applied to distribute the calls to various agents as per the expertise in case there are huge call volumes, but long queueing or call waiting can result in call disconnect, call re-attempts and dissatisfaction.

This system, however, provides an option to the customers to receive a call from the agent on the behalf of your business in case the wait time is long and you don’t want your customer to lose interest in your brand.

In short, it is basically a computerized system where the customers can choose to wait virtually and secure their place to receive a call from the contact center.

How Does Virtual Queueing Work?

This is basically a 3-4 step process that enables your customers to enjoy their time doing other activities while they are on virtual queueing with your business.

The steps involved:

Step 1- A customer calls your business contact center.

Step 2- Either the call is received immediately by the agent or an IVR system allows your customer to choose the virtual queueing option, in case no agents are available.

Step 3- The virtual queueing system asks for your customer’s contact details and the reason for the call and places him/her in the virtual queue.

Step 4- When the customer’s slot comes, a free agent calls back to get the job done.

virtual queuing process

What Are The Types of Virtual Queue Management?

This inbound call management system is much more than you can think of for a business and basically gives two major options to customers to choose from including-

  1. FIFO
  2. Scheduled

FIFO (First In, First Out)

In the First in first out virtual queueing type, a customer can maintain his/her position in the queue the same as if they have waited for an on-call hold. By opting for this option, a customer receives a call from the agent as soon as any agent gets free of the other call.

Scheduled

This type of queueing fixes a spot for customers to receive a call from the agent in the future, typically when the call volume is comparatively low or so. This gives more time to the customer to get themselves engaged in other activities.

The Scheduled Virtual Queueing is further divided into 3 types:

  1. Datebook Type Scheduling: Customers are given a choice to opt for a particular time slot to get the call back from the agent.
  2. Timer Scheduling: A call is received by the customer after a set time period is passed and in this, a customer knows when to expect a call.
  3. Forecast Scheduling: The customer will receive a call back in the future with no set time limit. This call is generally made when the call volume is comparatively low.

What Are the Channels Used to Join Virtual Queueing?

There are multi channels for virtual queueing that can be used by customers to join it

  • By calling on the customer support number using telephone or mobile
  • By automatic bot or virtual chat system
  • Via website pop-ups to be filled for information
  • Mobile application allowing the process

What Are The Benefits of Virtual Queueing in Call Centers?

With this technology, a business gets profits in many ways as the hold time gets eliminated. The most significant benefits availed by this are listed below-

  • Increases Customer Satisfaction

    It is really a frustrating and boring experience for any customer to wait while trying to contact a customer care executive. People these days are time-devoid and you have to respect this fact.

    The option of getting a knockback instead of waiting can obviously alleviate their agony.  This also shows that you value your customers.

  • Call Abandonment Rate Reduces

    Abandoning not just dissatisfies customers but also paves way for more repeat calls. This ultimately causes a slowdown of the entire system.

    Nowadays the industry is quite competitive and businesses are cutthroat to each other as competition in the marketplaces is higher, customers are always getting better services and therefore their expectation is also rising steeply.

    This is why you need to have a mechanism like virtual queueing in place as this not only helps your customers to remain true to your brand but will also give a major leap in success to your business

  • Improves First Call Resolution (FCR)

    This is really important for any offshore Indian company offering call center services.

    The operational efficiency is increased if every issue is handled with a single conversation. Agent time can be used efficiently, greater customer satisfaction is obtained and there are only lesser inbound calls.

    Thus a professional Indian outsourcing company with good FCR assures efficiency as well as quality. Customer concerns can be addressed without having to put them on hold and make them wait.

  • Call Becomes Productive

    When you integrate the virtual queueing system into your CRM systems, it tends to help your call center agents in preparing themselves for a call back to your customer as they will have an idea of their issues beforehand and will keep the solution handy. This will help in improving call productivity.

What Are The Limitations of Virtual Queueing in Call Centers?

While there are many benefits of this unique technology, there are some limitations too. A few are listed below

  • Not optimized for emergencies or any unforeseen issues
  • Glitches and system errors in the software or technology can hinder the productivity
  • Both the contact center and the customer have to be equipped with quality internet or wifi signal to get the process done
  • Can be a costly option, especially for small businesses that have limited funds to work with.
  • Can’t work in the businesses where customers want immediate solutions to their problems

Hope this blog has guided you to understand the topic inside out and based on this information you could figure out whether this system will be helpful for your customers and business or not.

We at ProGlobalBusinessSolutions provide the most professional and affordable call center services. We have a huge portfolio of services we offer to our clients based on their business requirements.

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